Firehouse Subs Oak Ridge — Restaurant in Oak Ridge

Placed an online order for pickup about a half hour before closing. Their website took my money ($42), and did not inform me until after the fact that the order would not be ready until the following morning. No big deal, I'll just call the store and have them cancel the order, right? Nope. Was told by the manager that they have "nothing to do with the online orders, aren't trained on that, and aren't allowed to even have the app/website on their phones." Like really?? So then I call their corporate customer service line, and they're currently closed. So it looks like I'm out $42 until their corporate team decides to call me back. I just think that it's beyond ridiculous that the store manager can't cancel an online order that was submitted to THEIR STORE. Going as far as to say that they're not even allowed to have the website or app on their personal phones. Just makes absolutely no sense and its beyond unprofessional of the manager to just push me off the phone and say that she didn't have anything to do with that. Got the vibe of "that's not my problem" from her. I love firehouse, but I'll never be eating at this location again.

Update: To respond to the reply left by guest services, I did speak with the general manager. Or at least I was told that I was speaking to the general manager when I called and asked to cancel the order. That was the individual who told me that they could not cancel the order, that they're not trained on anything regarding online orders, that they can't touch the online orders, and that they're not allowed to even have the app/website on their phone (my personal favorite).

The Chief of Operations for West Knox and surrounding areas finally reached out to me today, 8 days later. However, it shouldn't take 8 days of consistent, regular follow ups on my end and jumping through hoops just to get a $42 refund on an order that should've been cancelled by the store the evening it was placed! I mean, this has been absolutely ridiculous and I literally just want...

I was very disappointed in the staff tonight 11/16/22. There was a veteran dining in, the staff lost his order ticket, the older man probably in his early 80s waited for at least 30 minutes on his food. Never received it. He went up to get a refund for the items he purchased, the cashier proceeded to give the man his money. Never once offered to give the man a sandwich he should have got his refund and a free sandwich. The man was a diabetic and was shaking all over, a group of women stepped in to tell the cashier she did wrong that she should have given him a sandwich and his money back since he waited so long and never got his order. Then another lady from behind the counter told the group of women to just leave they weren't even finished eating yet. If that's the way your staff treats your customers you don't need my business. What happened to the heros this gentleman was a veteran and was treated very bad by your staff. Just like the group of ladies said that was BAD business and it truly was. And while I'm at it what's the deal with no lettuce you've been out for well over 2 weeks, food city is right down the way. Thank you for your...

I ordered online for pick up at 1pm today. Sunday 10/16. When I got there this place was packed. Not a seat in the place; workers quickly and with smiles on their face taking orders and preparing food. Families spending time and eating together instead of just rushing around. As each family got up they cleaned their tables off and moved them back where they previously were so the next family could be seated without the staff having to stop preparing food. No one complained about the wait; the staff worked as quickly and efficiently as possible. This truly made my heart smile. I love this little town we live in. Love that people are still so kind and genuine. And kuddos to the staff who didn’t allow the...